Articles

Overview

The Articles feature allows you to create, manage, and organize detailed written content about your products or services. Unlike FAQs, which provide short question-and-answer style entries, Articles support longer, structured content with multiple sections or headings. This helps deliver comprehensive information that enhances customer understanding and engagement.

Articles serve as an important knowledge base resource for users to explore your offerings in depth, making it easier to educate, inform, and assist customers effectively.

Figure 1. Training Data - Articles

Knowledge Base Tab

The Knowledge Base tab is where all imported Articles are organized and managed within the system. This tab allows users to:

  • Search and filter articles for quick access.

  • Review article status (Imported, In queue, Overlapped).

  • Manage the active content available for chatbot queries.

  • Perform bulk actions such as deleting or updating statuses.

This tab helps maintain a clean, up-to-date knowledge base that feeds your chatbot’s responses with accurate and comprehensive information.

Figure 2. Training Data - Knowledge base tab

Steps to Use

  1. View existing Articles

    Access the list of articles already created for your bot. The list includes columns for:

    • Title

    • Status — shows the learning or processing state of each Article (see details below)

    • Actions — edit or delete

  2. Article Status Definitions

    • Imported: The article has been successfully learned and integrated into the bot's knowledge base.

    • In queue: The article is currently in the learning or processing queue; the bot is processing this content.

    • Overlapped: The article is detected as overlapping or duplicating existing knowledge (similar or redundant content), which may require review.

  3. Add new Article

    Click the Add Article button to create a new article with a clear title and structured content.

  4. Edit an Article

    Click the pencil icon under Actions to open the article editing dialog.

    In this dialog, you can:

    • Modify the Title and the detailed Content with rich text formatting.

    • View who created and last updated the article with timestamps.

    • Save changes or cancel without saving.

    • Delete the article permanently using the Delete button.

  5. Delete an Article

    You can also delete an article directly from the edit dialog by clicking the red Delete button.

  6. Manage Article Status

    Monitor and manage the article statuses to ensure only valid and accurate content is active and available.

Example / Use Case

A product bot includes Articles such as:

  • How to integrate with Facebook/Meta account/Messenger account

  • Complete guide to using our Premium Plan features

  • Troubleshooting common issues with order processing

These articles enable the bot to provide detailed and structured responses, helping customers find in-depth information quickly and reducing support inquiries.

Notes

  • Articles should be well-structured with clear headings and sections to maximize readability.

  • Avoid duplicating information already present in FAQs; use articles for detailed, comprehensive explanations.

  • Regularly review articles marked as In queue or Overlapped to maintain knowledge base quality.

  • The Overlapped status flags content that may conflict with or duplicate existing knowledge and should be resolved.

Figure 3. Update Article section
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